Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. Create a consistent feedback cadence to Executive Leadership. CX managers regularly connect with frontline (Store & Area Managers). CX managers regularly connect with frontline (Store & Area Managers). Connecting CX and Marketing—How?

Conference 98

Conference Groups NPS Net Promoter Score 98

ECXO

SEPTEMBER 15, 2022

In October 2022, we will launch our corporate packages. Read in the zoom connection. When: 22 September 2022, 10:00 – 11:00 am CET. Soon we will announce our new ECXO Top Executive initiative, where top executives talks about CX, Technology, leadership, Growth, Adoption, and much more. Become a member: [link].

Customer Experience 193

Customer Experience Leadership Feedback Survey 193

ShepHyken

JUNE 13, 2022

The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. While this article doesn’t have the answers, the points throughout can make for great conversation starters in your next leadership meeting. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ECXO

AUGUST 2, 2023

As a member: Participate in ECXO Tea Sessions As sponsor or guest: Join our ECXO sessions We are changing the ECXO for a better 2022. Connect with Andrew Bryant ! An advanced discussion about Autonomous AJO following up in the presentation started in February 2022. The journey continues… with real innovation.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

West Monroe

JANUARY 25, 2022

Entering 2022, 87% of manufacturers remain optimistic. 2022 will be the year that the structural changes coming out of the COVID economy become the new normal. When asked what “leadership” means in the Manufacturing 4.0 The big question for 2022? Tim Vadney. capabilities. Chapter 3: Digital.

Competitive Advantage 52

Competitive Advantage Leadership Technology Resources 52

Experience Investigators by 360Connext

JUNE 4, 2024

in 2023 (up 78% from 2022!). Globally, twice as many people were impacted by a data breach in 2023 than 2022. I’ve compiled five core actionable initiatives your leadership team can take to begin ensuring better data privacy for your customers within your organization. What should CX leaders do to ensure data privacy?

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

in 2023 (up 78% from 2022!). Globally, twice as many people were impacted by a data breach in 2023 than 2022. I’ve compiled five core actionable initiatives your leadership team can take to begin ensuring better data privacy for your customers within your organization. What should CX leaders do to ensure data privacy?

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

in 2023 (up 78% from 2022!). Globally, twice as many people were impacted by a data breach in 2023 than 2022. I’ve compiled five core actionable initiatives your leadership team can take to begin ensuring better data privacy for your customers within your organization. What should CX leaders do to ensure data privacy?

Customer Experience 143

Customer Experience Self Service Data Connections 143

ECXO

JUNE 11, 2023

Published in March 2023, the research report – Customer Experience Leadership In An Uncertain Economy * – asked 150 senior customer experience leaders about what they believe will be the biggest obstacles to the success of their CX programs in the next 18 months.

Customer Experience 351

Customer Experience Customer Centricity Competitive Advantage Government 351

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. This outlook will not include an analysis of M&A trends. We consider it the top asset in most institutions with whom we do work. Taking action.

Banking 52

Banking Financial Trends Multi-Channel 52

Gainsight

JUNE 2, 2022

That couldn’t happen without impeccable leadership. Gainsight congratulates Confluent’s leadership for their pioneering strides in what is essentially a new category. Roger has extensive experience in the leadership of global companies. Thimaya Subaiya and Anisha Sivakumar Discuss the How Strong Connections Drive Business.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

Gainsight

NOVEMBER 23, 2022

With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), According to their executive leadership, Community is a must-have. Another prime example was the session by Daphne Costa Lopes, Head of CS at Hubspot, titled Connected Growth: Measuring and Driving *Real* Customer Success. We think not.

Self Service 52

Self Service Conference Course B2C 52

Gainsight

APRIL 21, 2022

If you are here for the first time or ready to uplevel your customer-centric capabilities, here is a taste of all we have to offer for 2022. It All Starts with Leadership Alignment. Introduction to Behavioral Segmentation and How It Can Create Better Connections With Your Customers. Launching Customer Success.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

AUGUST 14, 2023

If you missed the 2022 list, you can check it out here. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ECXO

AUGUST 9, 2023

Becoming a value-adding partner in cloud professional services Helping clients realise the full value of their cloud investment Capgemini was positioned in the Leaders category in the IDC MarketScape Worldwide Cloud Professional Services 2022 Vendor Assessment. Your HR leadership needs to embrace a client-centric culture. The reason?

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

SurveySparrow

DECEMBER 27, 2021

Improving operational excellence is going to be a critical measurement of success in 2022 as well. In this article, we will look at some of the top CHRO priorities and trends for the year 2022. The year 2022 is a great opportunity for CHROs to reimagine the way rewards are framed for employees. Future leadership.

Trends 52

Trends Policies Government Survey 52

BlueOcean

DECEMBER 13, 2022

According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.” KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.”

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Two specific examples come to mind.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). The culture of any organization is defined by leadership. Unfortunately, some leaders don’t realize this and can’t connect the dots. .

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Playvox

JULY 20, 2022

It’s July, which means it’s half time of 2022. We don’t know the challenges – and opportunities – we’ll encounter before the end of 2022. The engagement and retention of your top agents hinges on your ability to bring a new depth to your leadership style – for the last half of 2022 and into the foreseeable future.

Contact Center 67

Contact Center Travel Airlines Retail 67

West Monroe

MAY 24, 2022

In early 2022, they announced a new CEO, laid off 2,800 employees, introduced a new bundled pricing model, raised subscription prices, and doubled down on hardware investments despite demand declines. Online and offline experiences are fluid and connected. Are these the right solutions? Peloton may not have time to find out.

Company 98

Company Financial Leadership Apparel 98

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Waterfield Tech , a leading global customer engagement solutions provider, today shared business growth highlights for 2022.

Contact Center 52

Contact Center Competitive Advantage Omni-Channel Consulting 52

SurveySparrow

FEBRUARY 24, 2022

What can the leadership do to further support your work while you work from home? Do you feel connected to your teammates? The post 100+ Employee Check-In Questions For 2022 appeared first on SurveySparrow. Are your objectives clear every day? Which communication channels work best for you?

Survey 52

Survey Communication Resources Tips 52

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. This additional training fosters positive connections among agents.

Contact Center 88

Contact Center Gamification Measurement Training 88

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Two specific examples come to mind.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

AWS Machine Learning

MARCH 1, 2024

With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). For example, you can add postprocessing logic to the retrieved results or add your own prompt and connect with any FM provided by Amazon Bedrock for generating answers.

Knowledge Base 123

Knowledge Base Chatbots Policies Government 123

SurveySparrow

NOVEMBER 11, 2021

They also bridge the gap between staff and top leadership. ” For many, working from home without these connections can feel like… work. The post How to Survive The Great Resignation (and Thrive Afterward in 2022) appeared first on SurveySparrow. And it’s no wonder why. Just ask your employees.

How To 52

How To Policies Roadmap Employee Experience 52

SurveySparrow

NOVEMBER 11, 2021

They also bridge the gap between staff and top leadership. ” For many, working from home without these connections can feel like… work. The post How to Survive a Great Resignation (and Thrive Afterward in 2022) appeared first on SurveySparrow. And it’s no wonder why. Let your organization be that something.

How To 52

How To Policies Roadmap Employee Experience 52

CSM Magazine

JUNE 27, 2023

Agents are often the only human connection brands have with their customers and prospects. ” Zenarate has won numerous industry awards, including the Frost & Sullivan 2023 Customer Value Leadership Award in the North American Contact Center Omnichannel Agent Engagement market.

Training 59

Training Telecommunications Insurance Healthcare 59

Integrity Solutions

NOVEMBER 22, 2022

The 2022 Gallup State of the Global Workplace report highlights that employees are more disengaged than ever. People, training and processes are all part of this assessment, as are your leadership, their coaching abilities and their attitudes and beliefs. Are Disengaged Employees Really A Concern? Who Needs Workplace Coaching?

Employee Engagement 81

Employee Engagement Banking Culture Engagement 81

Blake Morgan

JUNE 7, 2023

Unsurprisingly, customer satisfaction plummeted by 8% at the end of 2022, when cancellations ran rampant. All employees are trained to “ Connect first, then decide how to act.” The focus on human connection showcases empathy and helps customers feel like people, not seat numbers. The reason?

Airlines 59

Airlines Customer Experience Data Effort Score 59

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. If there’s one thing we learned from the 2022 Customer Success Leadership Study , it’s that businesses need to invest more in the growth of their CS organizations. In 2022, 21.7%

Customer Success 52

Customer Success Leadership Metrics Customers 52

Horizon CX

JUNE 10, 2022

Ideally, this concept should originate at the senior leadership level. To establish and solidify that customer experience is indeed part of an organization’s strategy, senior-leadership engagement is critical, even if there is no C-level role assigned to CX. Ideally, they work together toward a goal.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” One of our all-time favorite Pulse moments was at Pulse 2022, when we gave the gift of inSided-branded, Amsterdam-inspired clogs. Well, sorta.

Industry 52

Industry Conference Fashion Customer Success 52

CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

Gainsight

AUGUST 18, 2022

Congratulations to the winners of the 2022 GameChanger awards! We’re in awe of your outstanding leadership and mastery of CS operations. Zapier connects 5,000+ apps so the conversation flows—automatically.” Congratulations to all the 2022 GameChanger award winners,” said Nick Mehta, CEO of Gainsight. Got Pulse FOMO?

Effort Score 23

Effort Score Customer Success Software Healthcare 23